Senior Customer Experience Strategist – Voice of Customer Champion & Data‑Driven Insights Leader – Spearheading CX Excellence, AI‑Powered Success, and Strategic Growth at brighthush

About brighthush

brighthush stands at the cutting edge of cloud innovation and artificial intelligence, empowering forward‑thinking organizations across North America and Latin America to transform bold ideas into measurable business impact. Our portfolio spans generative and agentic AI, cloud migration and modernization, cloud‑native application development, data and analytics, DevOps, managed services, security and compliance, and, most importantly, customer experience transformation. As a Premier Tier Services Partner and a charter member of the brighthush Claude Partner Network, we are committed to helping our clients deliver unforgettable experiences that drive loyalty, revenue, and sustainable growth.

Our people are the heart of everything we do. We celebrate the unique culture of each team member and foster a community of technological curiosity. If you’re ready to shape the future of customer experience in a dynamic, AI‑driven environment, we want to hear from you.

Why brighthush is the Place to Grow

At brighthush, we believe that the best ideas come from people who are empowered to experiment, collaborate, and learn. We invest heavily in continuous learning, mentorship, and career progression. Whether you’re a seasoned CX veteran or a rising star eager to make an impact, you’ll find a culture that rewards curiosity, celebrates diversity, and rewards results. Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant, global community.

The Mission

We are seeking a detail‑oriented, visionary Senior Customer Experience Strategist to become the voice of the customer within brighthush. In this role, you will own the end‑to‑end process of capturing, analyzing, and translating customer feedback into actionable insights that drive strategic decisions, elevate customer satisfaction, and foster lasting loyalty. You will partner with executive leadership, product teams, and service delivery groups to embed a data‑driven culture that continuously improves the customer journey.

Key Responsibilities

Customer Engagement & Data Collection

• Collaborate with Engagement leadership to schedule and facilitate recurring Customer Review meetings with key stakeholders, ensuring alignment with business objectives.
• Design, launch, and manage multi‑channel survey programs—live meetings, email, and project team‑captured responses—to capture a holistic view of the customer journey.
• Maintain consistent data collection processes, monitor response rates, and implement targeted strategies to improve participation and data quality.
• Leverage advanced survey tools and CRM integrations to automate data capture and reduce manual effort.
• Develop and maintain a comprehensive VoC (Voice of the Customer) repository that serves as the single source of truth for all customer insights.
• Coordinate with product and engineering teams to embed real‑time feedback loops into the development lifecycle.
• Champion the creation of a customer journey map that visualizes every touchpoint and identifies critical pain points.
• Lead the design of post‑interaction surveys that capture sentiment immediately after key events such as onboarding, support calls, or product launches.
• Analyze engagement metrics to identify high‑impact areas for improvement and prioritize initiatives accordingly.

Data Analysis & Insight Generation

• Analyze quantitative metrics (CSAT, NPS, CES) to uncover trends, patterns, and areas of concern, using statistical techniques and data mining.
• Review and categorize qualitative feedback to identify recurring themes, pain points, and opportunities for improvement.
• Synthesize complex data sets into clear, actionable recommendations that align with business objectives and product roadmaps.
• Benchmark performance against industry standards and internal goals, providing context for performance evaluation and continuous improvement.
• Develop predictive models to forecast customer sentiment and identify high‑risk segments.
• Apply machine learning techniques to uncover hidden insights and predict future customer behavior.
• Conduct root‑cause analysis on churn events to identify underlying drivers and recommend mitigation strategies.
• Translate data into compelling narratives that resonate with both technical and non‑technical audiences.
• Continuously refine analytical frameworks to adapt to evolving business needs and emerging data sources.

Strategic Reporting & Presentation

• Create comprehensive reports and interactive dashboards that communicate customer sentiment to leadership, using tools such as Tableau, Power BI, or Looker.
• Present findings and recommendations to executives, department heads, and cross‑functional teams, tailoring the narrative to each audience.
• Develop compelling stories that link customer feedback to tangible business impact—revenue growth, churn reduction, product roadmap prioritization, and operational efficiencies.
• Facilitate customer experience review meetings with organizational leaders, ensuring follow‑up actions are captured, tracked, and delivered.
• Champion a data‑driven culture by embedding customer insights into strategic planning and decision‑making processes.
• Lead the creation of a quarterly CX scorecard that informs executive decision‑making and resource allocation.
• Publish a monthly CX newsletter that highlights key insights, success stories, and upcoming initiatives.
• Collaborate with marketing to translate CX metrics into compelling brand narratives.

Cross‑Functional Collaboration & Change Management

• Partner with product, engineering, marketing, and sales teams to translate customer insights into feature enhancements and service improvements.
• Act as a change agent, driving adoption of customer‑centric practices across the organization.
• Develop training materials and workshops to educate teams on VoC methodologies and data literacy.
• Coordinate with the legal and compliance teams to ensure all data collection and analysis practices meet regulatory requirements.
• Champion continuous improvement initiatives that elevate the overall customer experience.
• Facilitate cross‑departmental brainstorming sessions to co‑create solutions that address identified pain points.
• Serve as the primary liaison between the CX function and external partners, ensuring alignment on customer expectations.
• Drive the adoption of new CX tools and technologies across the organization.

Essential Qualifications

• 3+ years of experience in a customer experience, professional services, or customer relationship management role.
• Deep knowledge of customer experience methodologies and best practices, including Voice of the Customer (VoC) frameworks.
• Proficiency with CRM systems and customer feedback management platforms.
• Strong analytical skills, with experience in statistical analysis, data mining, and reporting.
• Excellent written and verbal communication skills, capable of translating complex data into clear, concise insights.
• Experience presenting to senior leadership and stakeholders, with a track record of influencing decision‑making.
• Exceptional time management, prioritization, and multitasking abilities in a fast‑paced, startup environment.
• Passion for working in a dynamic, cross‑functional setting and a desire to collaborate across teams.
• Familiarity with AI tools that drive operational efficiencies and data‑driven decision‑making.
• Strong project management skills, with the ability to manage multiple initiatives simultaneously.
• Proven ability to build and maintain relationships with stakeholders at all levels.

Preferred Qualifications

• Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools (Tableau, Power BI).
• Working knowledge of brighthush cloud offerings and solutions.
• Understanding of cloud industry trends and emerging technologies.
• Basic data analytics skills, with the ability to interpret customer feedback data and propose process improvements.
• Entry or mid‑level cloud certification, e.g., brighthush Cloud Practitioner.
• Experience with AI‑driven analytics platforms such as Azure Cognitive Services or AWS AI Services.
• Experience with customer journey mapping tools and frameworks.
• Knowledge of regulatory frameworks such as GDPR, CCPA, or HIPAA as they relate to customer data.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture and translate customer insights into long‑term business strategy.
• Data Literacy – Comfortable with large data sets, statistical analysis, and predictive modeling.
• Communication Excellence – Skilled at storytelling, data visualization, and executive‑level presentation.
• Collaboration & Influence – Proven track record of working cross‑functionally and driving consensus.
• Adaptability – Thrives in a fast‑moving, evolving environment and embraces change.
• Customer‑Centric Mindset – Passionate about delivering exceptional experiences and turning feedback into action.
• Project Management – Strong organizational skills, able to manage multiple initiatives simultaneously.
• Tech Savvy – Comfortable learning new tools and technologies quickly.
• Analytical Rigor – Ability to dissect complex data and derive actionable insights.
• Leadership Presence – Confidence to present to C‑suite executives and influence strategic direction.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels innovation. As a Senior Customer Experience Strategist, you will:

• Lead cross‑functional initiatives that shape product strategy and customer success.
• Mentor junior analysts and contribute to the development of a high‑performing CX team.
• Participate in industry conferences, workshops, and webinars to stay ahead of market trends.
• Earn certifications in AI, data analytics, and cloud technologies, with company‑funded tuition and exam reimbursements.
• Advance into senior leadership roles such as Director of Customer Experience or VP of Customer Success.
• Take ownership of strategic projects that directly influence company growth and customer satisfaction.
• Access an internal learning platform with curated courses on emerging technologies and leadership development.
• Receive quarterly performance reviews that focus on impact, growth, and career aspirations.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. You’ll experience:

• A fully remote, flexible work model that supports work‑life balance.
• Regular virtual town halls, hackathons, and team‑building events that foster community.
• A culture of psychological safety where ideas are welcomed and constructive feedback is encouraged.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.
• Access to state‑of‑the‑art technology, including high‑performance laptops, collaboration tools, and secure cloud infrastructure.
• Opportunities to work with cutting‑edge AI and cloud solutions that shape the future of customer experience.
• A collaborative environment where cross‑functional teams co‑create solutions and celebrate shared successes.
• Recognition programs that celebrate milestones, innovations, and exceptional customer impact.

Compensation, Perks & Benefits

• Competitive salary aligned with market benchmarks.
• Generous paid time off, flexible holidays, and a 25% travel allowance for business needs.
• Competitive phantom equity package that aligns your success with the company’s growth.
• Annual stipend for learning and development, covering courses, certifications, and conferences.
• Peer bonus awards and recognition programs that celebrate outstanding contributions.
• Full coverage of equipment and office stipend to create a productive home‑office environment.
• Health, dental, and vision insurance options for you and your dependents.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee assistance program and counseling services.
• Flexible work hours and a results‑oriented performance model.
• Access to a company‑wide mentorship program connecting you with senior leaders.

Application Process

Ready to become the voice of the customer at brighthush? Submit your application through our careers portal or click the link below. We look forward to exploring how your expertise can help us elevate customer experience to new heights.

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Equal Opportunity Employer

brighthush is committed to fair, transparent, and inclusive hiring practices. We celebrate diversity and are dedicated to creating an environment where every employee can thrive. If you require accommodations due to a disability, please contact us at [email protected].

We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or any other legally protected characteristic.

Note: This position requires current legal authorization to work in the country where it is located. brighthush is not able to sponsor visa or work permit applications at this time.

We use AI tools to assist with the screening and evaluation of applications to match candidate qualifications with job requirements. These tools are designed to support, not replace, human decision‑making. Final hiring decisions are made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will be in accordance with applicable laws and regulations, and your information will be handled securely and confidentially.

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